- INTRODUCTION
Frenzy Farms LLP, operating under the brand name Hills Dajyu, aims to provide customers with a satisfactory shopping experience. We encourage our customers to read this Return, Refund & Exchange Policy carefully before making a purchase through www.hillsdajyu.com, so they understand the applicable procedures and their rights under Indian consumer law.
We recommend that customers inspect the products delivered to them as soon as reasonably possible to ensure that the products are in acceptable condition and match the descriptions provided on our Website.
If you have any questions regarding this policy, please contact our Customer Service Team using the contact details provided below.
- ORDER CANCELLATION POLICY
2.1 Cancellation Before Cultivation or Sowing
Where an order relates to a product that is cultivated or sown exclusively for the customer, and the cultivation or sowing process has not yet commenced, the customer may cancel the order and receive a full refund.
This provision applies only where the product and order are genuinely subject to such cultivation or sowing arrangements.
2.2 Cancellation Before Shipment
For stocked products, if you cancel your order before the product has been shipped, the full amount paid for the order will be refunded.
2.3 Cancellation After Shipment
If you request cancellation after the product has been shipped, the original policy provides for the customer to return the product at their own shipping expense, subject to the applicable return conditions.
Under the original policy, 50% of the product cost is refundable within 7 working days after the returned product is received and found to be in saleable condition.
This provision will be applied only where legally permissible and subject to applicable consumer rights. Any shipping charges, deductions, or other conditions must be disclosed clearly and lawfully.
2.4 Products Already Delivered
Once a product has been delivered, replacement eligibility will depend on the nature of the product and the reason for the request.
Under the original policy, replacement is offered where a product defect is identified following an assessment by the company.
Nothing in this policy limits remedies available under applicable law for defective, damaged, adulterated, misdescribed, unsafe, or otherwise non-conforming products.
- RETURN AND EXCHANGE POLICY
If you have changed your mind after purchasing a product, an exchange or refund may be considered, subject to the product category, applicable return conditions, and consumer rights under Indian law.
Where a change-of-mind return is permitted, the following conditions may apply:
- Proof of purchase or a valid order receipt must be provided.
- The product must be in saleable condition.
- The product must be unused and returned with its original packaging, labels, and tags, where applicable.
- The request must be made within 7 days of purchase, where this return window applies to the relevant product.
Important: Food, grocery, and perishable products may require different return conditions for hygiene, safety, and quality reasons. Any exclusions or restrictions must be clearly disclosed on the relevant product page or in the applicable policy and must comply with Indian consumer law.
- DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
If you receive a product that is damaged, defective, incorrect, or materially different from its description, or if the package appears tampered with or damaged before delivery, please contact our Customer Service Team promptly.
Please provide the following information:
- Your Order ID.
- A description of the issue.
- Photographs or videos of the product and its packaging, where reasonably available.
Our team will review your request and communicate the appropriate resolution, which may include replacement, refund, or another remedy as applicable under our policies and the law.
Where a product is confirmed to be damaged, defective, or incorrectly supplied, an eligible replacement will be arranged without additional product or shipping charges to the customer, subject to applicable law.
Customers should retain the original packaging and product labels, where possible, until the issue has been resolved. However, the absence of original packaging will not automatically extinguish any mandatory legal rights.
- PRODUCTS NOT ELIGIBLE FOR CHANGE-OF-MIND RETURNS
Subject to applicable law, the following circumstances may make a product ineligible for a voluntary change-of-mind return or exchange:
- Products that have been opened, used, or consumed, where return restrictions are reasonably necessary for food safety or hygiene.
- Products that are perishable or have a limited shelf life, where a change-of-mind return is not appropriate.
- Products returned without their original packaging or accompanying items, where these are necessary to assess or process a voluntary return.
- Products damaged by the customer after delivery, where the damage is not attributable to the seller, manufacturer, or delivery process.
These restrictions do not exclude any remedy that a customer may be entitled to under applicable law for defective, damaged, unsafe, adulterated, misdescribed, or otherwise non-conforming goods.
- REFUND POLICY
Approved refunds will be processed using the original payment method, wherever reasonably possible and supported by the payment system.
Under the original policy, refunds are processed within 10 working days from the date of order cancellation. For returned products, the applicable refund timeline will depend on receipt and assessment of the returned product, the approved resolution, and the relevant policy.
Where a different timeline applies, it will be communicated to the customer in accordance with applicable law.
The time taken for the refunded amount to appear in the customer’s account may depend on the bank, card issuer, payment gateway, or other payment service provider.
No provision of this policy will be interpreted to restrict any mandatory refund or other remedy required by law.
- CUSTOMER PRIVACY WHEN MAKING A PURCHASE
Frenzy Farms LLP is committed to protecting customer privacy.
We may collect and process personal information necessary to manage orders, verify transactions, arrange deliveries, provide customer support, prevent fraud, and process returns or refunds.
Where reasonably necessary and legally permitted, we may request additional information to verify a transaction or prevent fraudulent activity.
Personal information will be handled in accordance with our Privacy Policy and applicable data protection laws. Information may be disclosed to government authorities or other authorised entities where required or permitted by law.
For further information, please refer to the Privacy Policy published on www.hillsdajyu.com.
- CONTACT INFORMATION
For all questions or requests relating to cancellations, returns, exchanges, damaged products, or refunds, please contact Hills Dajyu using the official contact details published on our Website.
Brand Name: Hills Dajyu
Website: https://hillsdajyu.com
Legal Entity: Frenzy Farms LLP
Registered Office: D 502, The Capital, Danda Lakhond, Dehradun, Uttarakhand – 248013, India
Customer Support Email: care@hillsdajyu.com
Customer Support Phone: 9989395527
Please include your Order ID in all order-related communications so that our team can assist you efficiently.